Client Care Associate - Essex, United Kingdom - LINNAEUS VETERINARY LIMITED

LINNAEUS VETERINARY LIMITED

Verified Company

Essex, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Location:

54 Goodmayes Avenue, Goodmayes, Ilford, Essex

Hours:
Full time

Practice:
Animal Ark Veterinary Centre

Company Profile:

Linnaeus Group is a vibrant, forward-thinking partnership of highly respected veterinary practices across the UK,
comprising some of the best clinicians in the profession.
Linnaeus invest in quality practices who put patient care at the heart of everything they do. We are incredibly proud
of each and every member of our diverse portfolio, from the UK's most respected small animal referral centres to
our selection of high quality first opinion practices.

Our Vision is:
'To be recognised as the UK's leading veterinary group, committed to excellence in all that we do,
delivered through high quality practices who share a common ethos'.

Our Values are:
Leadership with Integrity | Learning & Innovation | Lifetime Commitment to Quality Care

OVERVIEW
The purpose of this position is to serve as a member of the reception team providing an excellent service to our
clients and
visitors. This will include arranging appointments, keeping accurate records, various clerical duties related to
animal patient
care and treatment and helping to facilitate accurate communications between clients, veterinary surgeons, our
nursing staff
and practice manager
Our receptionists should create the image and the first impression of our business, remaining calm, courteous and
professional at all times, regardless of a clients or visitors behaviour. Our receptionists should make a positive
impression and make clients

feel confident in our service as a whole and helps to put them at ease if they are worried or apprehensive.

This position requires a practical knowledge of the practice's organisation and service; the basic rules and
regulations governing visitors; dispensing restrictions; basic animal patient treatment; recognition of an
emergency; accuracy in transcribing
information/messages and a practical knowledge of the standard procedures, veterinary records and terminology
used in the
practice. Processing insurance claims both for direct payment and on behalf of clients may be a key aspect of this
role.

MAIN PURPOSE & GOALS
To be efficient, pleasant, courteous, polite, concerned, and helpful to all clients under all conditions

always. Clients can often be distressed or worried and need extra understanding and empathy from the

reception team. If, however, a client becomes abusive or shows signs of violence always follow the

practice procedure for handling this situation.

Ensure that the client leaves the practice, where appropriate, with another visit scheduled for their

continued pet health care. Specifically, organise a follow-up, recheck, or re-vaccination appointment.

Answer the phone promptly and courteously and convert telephone enquiries into appointments where

appropriate. Keep reception and the waiting room area tidy and well organised.

See that appointments remain on schedule by being totally familiar with times required for different

procedures and problems, organising a double appointment if necessary.

Follow up, in a concerned manner any missed appointments, (check where necessary with the relevant

veterinary surgeon).

Records should always be marked if a client fails to keep an appointment.

To take, record and pass on messages accurately (and quickly if urgent). Correct use of the message

board as appropriate.

Promote our services and products.

To co-ordinate and ensure a smooth client and pet flow within the practice from the waiting room to

payment processing.

To work towards the goal of 100% collection of fees for services rendered

To process payments accurately and efficiently and allocate against the appropriate invoiced items on

the clients record on computer.

KEY RESPONSIBILITIES
Greet and receive clients and their pets on arrival and then monitor and manage waiting times.

Scheduling all appointments efficiently, trying to be flexible around the client and being polite if the client

appears to be difficult or inflexible.

Issue all new clients with registration forms on arrival and immediately make any necessary corrections

to computer records once the forms have been returned to reception

Be familiar with the practice website, to guide clients and enquirers through to relevant sections.

Complete all paper forms as accurately and fully as possible.

Promote 4 weeks free PetPlan cover, and complete signs ups accordingly.

Promote our Per Health for Life plans and ensure our clients are educated on the process.

Liaise with the nurses regarding admissions and discharges, ensuring that any medication is ready, the

invoice has been paid and any further appointments have been arranged (unless the veterinary surgeon

concerned is to discharge the pet personally).

Ensure you are familiar with all routinely dispensed products regarding nutrition, obesity, worming and

flea problems, and check that you have access to relevant informati